What you should expect from our care services

These points are a summary of the fundamental standards – the standards below which your care must never fall.

These are the standards everybody has a right to expect when they receive care from us.

Person-centred care
We will provide you with care or treatment that is tailored to you and meets your needs and preferences.

Dignity and respect
We will treat you with dignity and respect at all times while you are receiving care and treatment from us.
This includes making sure:

  • you have privacy when you need and want it
  • everybody is treated as equals
  • you are given any support you need to help you remain independent and involved in your local community.

We will seek from you, or anybody legally acting on your behalf, to give your consent before any care or treatment is given to you.

We will not give you unsafe care or treatment or  put you at risk of harm that could be avoided.
We will assess the risks to your health and safety during any care or treatment and make sure our staff have the qualifications, competence, skills and experience to keep you safe.

Safeguarding from abuse
We will ensure that you will not suffer any form of abuse or improper treatment while receiving care from us.
This includes:

  • neglect
  • degrading treatment
  • unnecessary or disproportionate restraint
  • inappropriate limits on your freedom.

Food and drink
We will ensure that you have enough to eat and drink to keep you in good health while you receive care and treatment from us.

Premises and equipment
We will ensure that the places where you receive care and treatment and the equipment used in it are be clean, suitable and looked after properly

and the equipment used in your care and treatment is secure and used properly.

As your care provider, we have a system in place to handle and respond to your complaint. We will investigate your complaint thoroughly and take action if problems are identified. We will also ensure that you are informed throughout the whole process.

Good governance
As the provider of your care we have plans that ensure they can meet the standards that we state.
We have effective governance and systems to check on the quality and safety of our care. These will  help us to improve and reduce any risks to your health, safety and welfare.

As the provider of your care, we will ensure that we have enough suitably qualified, competent and experienced staff to make sure we meet these standards. We will give our staff the support, training and supervision they need to help them do their job.

Fit and proper staff
As the provider of your care must only employ people who can provide care and treatment appropriate to their role. They must have strong recruitment procedures in place and carry out relevant checks such as on applicants' criminal records and work history.

Duty of candour
As the provider of your care, we are open and transparent with you about your care and treatment. Should something go wrong, we will tell you what has happened, provide support and we will apologise.

Display of ratings
Once we have been rated by the CQC, as your care provider, we will display our CQC rating available on our website including our latest report on our service.


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